Fortunately airline accidents are rare; however when one occurs it usually results in widespread media attention. The purpose of this study was to examine how consumers’ trust ratings were impacted when one airline suffered an accident. The findings indicate that System Wide Trust (SWT) theory applies resulting in a trust reduction for all airlines, not just the accident airline. Affect was shown to act as a mediator in only three of the cases, which suggest that consumer’s responses may not be strongly influenced by emotions. Practical implications and limitations of this study are provided.
Winter, S. R.,
& Mehta, R.
(2015). Consumer Trust Ratings After an Airline Accident: an Affective Perspective. 18th International Symposium on Aviation Psychology, 284-289.